Analyst III, Technical Support

🕒 Março 21

⚔️ Virginia – Remoto

⚔️ Virginia – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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WM

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1968

📋 Conformidade

💰 Post-IPO Debt em 2023-07

Compliance • Privacy • Advertising

A WM é uma empresa que utiliza cookies e outras tecnologias de rastreamento em seu site para coletar informações sobre as preferências dos usuários e dispositivos. Essas tecnologias podem envolver o compartilhamento de dados que são considerados "venda", "compartilhamento" ou publicidade direcionada sob certas leis de privacidade nos Estados Unidos e Canadá. A WM fornece aos usuários opções para gerenciar suas preferências de cookies e optar por não participar dessas práticas de compartilhamento de dados conforme exigido por diferentes regulamentações de privacidade. A empresa garante conformidade com as leis de privacidade e oferece políticas de privacidade detalhadas e avisos para manter os usuários informados sobre seus direitos. A WM enfatiza o consentimento dos usuários ao gerenciar e processar informações pessoais para fins de publicidade e análise.

Descrição

• Under minimal supervision, configures and installs complex software for IT users' desktops and mobile devices. • Provides advanced technical support for software and hardware of end-user computing. • Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution. • As Digital Field Analyst, serve as the trusted IT resource responsible for building and managing market, corporate, and third‑party relationships while leading complex IT issues to timely completion. • Leads the resolution of complex Tier 3 support tickets escalated from the Digital Service Center. • Provides advanced functional and post‑development application support, including client installations. • Diagnoses complex or ambiguous issues by reproducing incidents, analyzing data integrity, and tracing transactions across infrastructure to identify root causes. • Coordinates with internal teams and external vendors as needed. • Produces data analysis, technical specifications for development fixes, and contributes to the design and maintenance of advanced system and application monitoring. • Generates operational and ticketing reports and drives technical support initiatives in alignment with senior leadership priorities. • Advises market area teams on IT equipment solutions, providing end‑to‑end support through research, analysis, and coordinated quote development with internal teams. • Willingness to travel to market area sites to deliver front‑line, on‑site IT support, ensuring rapid issue resolution and minimal business disruption. • Provide hands‑on technical assistance to end users in field locations, delivering high‑touch customer service and serving as a trusted IT point of contact. • Support desktop, hardware, software, and application needs for users online, in call queue and on site, partnering with multiple teams to resolve issues and improve user experience.

🎯 Requisitos

• Bachelor's Degree (accredited) in Computer Science, MIS or similar area of study, or in lieu of degree • High School Diploma or GED (accredited) and 4 years of relevant work experience • 5 years of relevant work experience (in addition to education requirement) • Experience troubleshooting, supporting, and resolving Point of Sale (POS) system issues • Working knowledge of ITIL principles; experience using ServiceNow and Microsoft Office applications • End‑User Collaboration & Audio/Video Support • Network & Connectivity Troubleshooting • Microsoft 365 / Office Support • Hardware & Peripherals (Desk‑Side Support) • Software Deployment & Remote Access

🏖️ Benefícios

• Medical • Dental • Vision • Life Insurance • Short Term Disability • Stock Purchase Plan • Company match on 401K • Paid Vacation • Holidays • Personal Days